What are the responsibilities and job description for the Reservation Agent position at Shore Lodge Whitetail LLC?
Description
RESERVATION AGENT SUMMARY:
The Reservationist holds responsibility for conveying a positive and unforgettable lodging experience, they set and train the standards of our reservation program. Ensuring our guests are offered a high-quality personal experience to help them understand what Shore Lodge has to offer. Our successful Reservationist monitors and responds in detail to all reservations and guest requests. Our guests are greeted, catered to and informed of the various room options available, current activities, amenities and food and beverage options. This position coordinates with all departments within Shore Lodge and Whitetail Club including, Spa, outdoor activities, concierge’s services, transportation, dining, night audit and security.
WHAT YOU GET TO DO:
- Answer multiple phone lines and direct calls lodge-wide as necessary.
- Process accurate reservations from incoming calls.
- Register and check-in guests and respond to guest requests regarding resort orientation.
- Interact with Sales Management team members regarding the processing of group business.
- Monitor and maintain group room blocks, rooming lists, and group cutoff dates.
- Accurately complete billings and communicate those charges at the end of the guest’s stay.
- Accommodate special requests whenever possible and facilitate amenity requests.
- Complete and maintain accurate daily reporting.
- Monitor and enter on-line booking and cancellations
- Add enhancements/amenities to guests’ stay, book slips, golf tee times, etc.
- Maintain accurate and complete local information regarding the McCall area, hotel, amenities, directions, etc.
- Work in a constantly changing work environment and manage stress levels while dealing with customers.
- Utilize multiple computer software programs simultaneously to process guest stays and schedule activities.
- Comply with unit cash handling, credit, and check cashing policies and procedures.
- Assist dissatisfied guests in both understanding the origin of their discontent and also in the mediation of an acceptable solution.
- Perform other duties and responsibilities as assigned.
Requirements
WHAT YOU NEED TO BE SUCCESSFUL:
- 1 years of relevant Forbes/AAA, 3/4 star/diamond service experience in like property
- High School Diploma or equivalent education
- Ability to work varied hours including swing, AM/PM shifts, weekends, and holidays
- Experienced in Microsoft applications, Outlook, internet navigation etc…
- Ability to multi-task while maintaining a high degree of organization and detail orientation
- Proven prior superior customer service skills
- Excellent phone communication skills
- Ability to communicate effectively with and receive information from guests and associates
- Previous Front Desk, Reservations and Guest Service Experience at a AAA, 3/4 star/diamond property
- Lodging software experience